Service Specialist Hemostasis

3 settimane fa

Milano, Lombardia, Italia Werfen A tempo pieno
About the Position

The Service Specialist EEMEA plays a crucial role in ensuring an exceptional level of service, consultancy, and support to our partners and affiliates within the EEMEA area. This position involves providing service training, technical product information updates, second-level technical support, troubleshooting, and on-site activities on key strategic markets.

Key Responsibilities
  • Deliver theoretical and practical instrument service training to EEMEA partners and external stakeholders.
  • Offer remote and on-site second-level technical support and troubleshooting to distributors, as well as on-site service support for first installations in their countries.
  • Support distributors and affiliates with a consultancy approach in organizing and improving their local service structure.
  • Implement Corporate Service initiatives into the EEMEA region.
  • Collaborate with internal stakeholders on instruments' technical requirements.
  • Act as the primary contact for the manufacturer on quality and performance issues, complaints, parts list maintenance, and warranty parts returns.
  • Follow defined ISO guidelines and enter Service Reports in SAP when required.
  • Support the IT Specialist on technical assistance, hardware architecture, security, and remote connectivity for Werfen IT solutions.
  • Share technical product information updates with relevant stakeholders and organize service meetings and conference calls to share information and align main services strategies and actions.
  • Regularly upload and update internal communication channels with relevant documentation, such as manuals, factory technical bulletins, and other resources to support distributors and affiliates.
  • Attend international meetings with the Manufacturing Service Team to stay current on technical updates, best practices, Service Strategy, and Corporate projects.
  • Keep the EEMEA Team informed on key service projects, actions, and initiatives, and cooperate with other internal representatives to support EEMEA and Company's commercial strategy.
Networking/Key Relationships

This position has strong relationships with:

  • Other Service and Application positions
  • Sales
  • Marketing
  • Logistic
  • All external stakeholders involved in their area of responsibility.
Requirements

The ideal candidate for this position should possess:

  • A Master's Degree in Engineering, Biomedical Engineering, or a similar field within the scientific/technological area.
  • A minimum of 2 years of work experience in a Service Department in a multinational Company, with experience in the IVD and/or Healthcare sector required.
  • Specific technical knowledge for the BU of responsibility, as well as knowledge of mechanical and electronic systems.
  • Knowledge of IT to support the implementation, training, and troubleshooting of middleware solutions is a plus.
  • Language: English proficiency is a must.
  • Additional skills and knowledge: Project Management, SAP, and Microsoft knowledge.
Skills & Capabilities

The ideal candidate for this position will exhibit the following skills and competencies:

  • Customer-centric approach
  • Communication
  • Flexibility
  • Problem Solving
  • Organizational skills & Time Management
  • Teamwork
Travel Requirements

Up to 50% of time

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